08/25/2026
“I know he’s dead, but I still need his authorization.”
An insurance representative actually said this to me while I was sorting out survivor benefits after my husband David died.
The strange thing was, I wasn’t angry with him.
He knew what he was saying made no sense. I knew it made no sense.
But he clearly wasn’t empowered to do anything about it.
Eventually, I asked whether David’s executor could provide the authorization.
Yes.
Wonderful.
I was David’s executor.
So I authorized the representative to speak to David’s widow.
Also me.
Problem solved.
I’ve thought about that conversation for years because it wasn’t really about insurance. It was about what happens when a process leaves no room for human judgment.
My latest Clear Under Pressure is about rules, reality, and what happens when the person in front of the problem isn’t empowered to solve it.
https://clearunderpressure.substack.com/p/i-know-hes-dead-i-still-need-his